Customer Experience Agent - Lead Logistics (SCM)

Opportunity

Responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer.

The Customer Experience Consultant will be based in Paya Lebar, Singapore.

We Offer

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job — we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Key Responsibilities

CX Consultant is responsible for below scope, but not limited to:

• Customer’s business acumen and ability to know what factors drives the decision making.

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.

• Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.

• Ability to align with customer expectations upfront & to be able to respond with suggested solutions.

• Be fully responsible for customer satisfaction across Maersk product offering (own customers), including SCM performance and KCXI rating driving for responsible accounts.

• Lead Digital adoption discussions with customers.

• Cross-sell & upsell Logistics and Services products to customers.

• Performance reviews with customer.

• Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.

• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.

• Willingness to go the extra mile towards the customers & with focus on providing solutions.

• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

We are looking for

• Bachelor’s Degree, fresh graduates are encouraged to apply or Diploma holder with working experience.

• Logistic & freight forwarding experience background is preferred.

• Minimum 2 years of relevant experience in shipping, forwarding, and supply chain operations would be an advantage.

• Good exposure to SCM operation knowledge and also with Ocean background is a PLUS.

• Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.

• Proficiency in Microsoft Office applications is a PLUS.

Required Skills

• Good verbal and written English skills for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholders

• Good business knowledge/process understanding to provide a value add to the customers through effective business solutions

• Ability to work under pressure and fast-moving environment

• Strong service mindset with a sense of urgency

• Able to multitask effectively

• High attention to detail, critical thinker

• Team player, skilled in coordinating and able to work in a diverse team

• Agile and able to make independent decision upon delegation

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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